We are seeking an experienced and customer-focused Manager, Worldwide Support, to lead a global team of Customer Service Advocates who support inquiries related to licensing, subscriptions, and the customer portal. This role is crucial in ensuring a seamless customer experience across the entire product licensing lifecycle, including account access, implementation of subscriptions and billing solutions, and usage of the self-service portal. The ideal candidate possesses strong leadership skills, operational excellence, and the ability to collaborate across functions.

Key Responsibilities:

Team Leadership & People Management

Lead, manage, coach, and scale a team of high-performing Customer Service Advocates across geographies and time zones; handling licensing, entitlement, and portal-related customer interactions.
Drive a culture of accountability, customer empathy, and continuous improvement.
Conduct regular performance reviews, coaching sessions, and career development planning.
Ensure that staffing, scheduling, and workload distribution are appropriate to meet service levels.

Customer Experience & Service Delivery

Own day-to-day service delivery for licensing and portal support, ensuring timely and accurate resolution of customer requests.
Monitor and improve key service metrics, including NPS, CSAT, IR SLAs, TTR, resolution times, and backlog.
Serve as an escalation point for complex or high-impact customer issues, ensuring effective resolution.
Identify recurring customer pain points and drive improvements to reduce repeat contacts, including follow-up on customer feedback.

Operational Excellence

Establish and optimize processes, workflows, workforce planning and standard operating procedures for licensing and portal support.
Ensure compliance with licensing policies, entitlement rules, and data governance standards.
Partner with serviceability, licensing engineering and learning teams to maintain high service quality and knowledge readiness.
Leverage data and reporting to drive insights, predict trends, and improve efficiency.
Partner with stakeholders to produce newsletters and prepare and present Quarterly Business Reviews (QBRs) that highlight outcomes, trends, and value realization
Drive adoption of Next-gen AI-enabled tools for customer excellence.

Cross-Functional Collaboration

Partner closely with Sales Operations, Renewals, SRE, SaaS, Logistics PMs and Engineering teams to resolve systemic issues.
Provide customer and frontline feedback to influence portal usability, automation, and self-service enhancements.
Support new product, licensing model, and portal feature launches from a service readiness perspective.

Continuous Improvement & Enablement

Champion automation, self-service, and knowledge base enhancements to improve customer experience and reduce contact volume.
Drive change management initiatives and ensure smooth adoption of new tools and processes.
Support global consistency in service delivery across regions and time zones.

Required Qualifications:

12+ years of experience in customer service or customer operations, with at least 4-5 years in a people management role.
Proven experience managing teams handling licensing, subscriptions, entitlements, or customer account/portal support.
Strong understanding of customer service metrics (NPS, CSAT, IR SLAs, TTR, resolution times, install base, cases, and backlog).
Experience working with Salesforce CRM, customer portals, and other SaaS-based solutions.
Excellent communication, stakeholder management, and escalation-handling skills.

Preferred Qualifications:

Experience in SaaS, technology, or subscription-based business models.
Exposure to global or multi-region customer service operations.
Strong analytical skills with experience using data to drive operational decisions.
Experience leading process improvement, automation, or self-service initiatives.

Leadership Attributes:

Customer-first mindset with a strong focus on detail and accuracy.
Calm, structured, and decisive leadership style, especially during escalations.
Ability to balance operational rigor with empathy and people development.
Comfortable navigating ambiguity and driving clarity across teams.

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